Be careful about your use of 'complain'. See http://www2.elc.polyu.edu.hk/CILL/eiw/complain.htm for more practice. After 'before', the verb changes to 'ing' After 'hope' - do not use 'ing' form. 'Following' has no 's' In the second email, I do not understand the use of 'major cause'. Be careful with grammar of 'suggest'. You can say 'suggest that we do something', or 'suggest doing something'. Be careful with the grammar of 'lack'. See http://www2.elc.polyu.edu.hk/CILL/exercises/lack.htm After 'reply' make sure you have 'to' Better linking is needed between the ideas in the letter. Staff is plural. Be careful with the position of 'all' in the final paragraph of the letter.
To: Becky Chan, Accounting officer From: Jan Wong, Estate Officer Date: 21 March, 2011 Complain About New System
Hi Becky,
I've got a complaint from a resident, Becky Chan. I hope that you can give me some ideas on how to deal with his complains about the new garbage collection system.
The complaint is about the hygienic problem and security problem if residents lose their keys. Besides, she complained that no prior consultation with residents before introduced the new garbage collection system. Apart from the operation of new system, the compliant also report on the bad attitude of staff in the management office.
Hope to hearing from you.
Cheers, Rita and Dennis
Dear Richard, Regarding the complaint letter received on 21 March from Ms Becky Chan, the followings are the three problems the complainant concerned and my suggested solutions: 1. Hygienic and Security problems Ms Chan complained that the residents had to keep all their garbage in their flat for few days. The major cause is that they will lose their keys easily. This will also raise the security problem that the thief may get the lost keys and access to certain flats. To solve the problems, I suggest that modifying the system so that the residents can access the refuse room by using the residential cards instead of the keys. 2. No consultation The complainant is concerned about no prior consultation with residents which had against estate management regulations. However, we had put some suggestions boxes to collect their opinions, and we also posted some notes to inform the entire residents. In order to inform the residents more clearly, we will send the letter to each flat and hold a meeting for consultation.
3. Attitude of staff Ms Chan complained that our staff in the Management Office is rude and unhelpful. The reason behind is that few of the staff is still in probation period or lack of experience to handle the complaints. We will investigate the problem and provide more training to them.
Please approve the above suggested solutions for replying Ms Chan and improvement on the company's image and performance.
Best Regards, Rita, Dennis
The Estates manager Colllier Estate Management Ltd 22 First Street Ma On Shan
30 March 2011
4/F Richland Court Ma On Shan
Dear Ms Ma
RE: Various issues
Thanks you for your letter of 21 March. We apologize that there are some problems causing you inconvenience.
Our idea in introducing the new garbage collection system is to provide a cleaner and advance method to collect the garbage. There is no doubt that the resident may not access the refuse room that hygienic problem may arise as it is hard for them to handle with the garbage. To improve this situation, we will modify the system so that the resident can access the refuse room by just using the residential card instead of the key. For the security problem you are concerned about, actually the new system can ensure more about the security than before as a key is needed to access the back stairs from the garbage room. However, we can still improve the security level by using the residential card instead of the key. Before the introduction of new system, we have put some suggestion boxes to collect your opinion, and we also posted some notes to inform the entire resident. In order to inform the residents more clearly next time, we will send the letter to each flat and hold a meeting for consultation. We try to provide to best service quality to all the residents. However, few of our staff is still in probation period or lack of experience to handle the complaints. We will look into this problem and provide more training programs for our staff.
We appreciate you support to our company and we want to every part to be satisfactory. I hope the above all suggestions can improve the situation and bring you convenience for your daily life. If you have any inquiry, please feel free to contact us (Tel: 2888 2888).
Be careful about your use of 'complain'. See http://www2.elc.polyu.edu.hk/CILL/eiw/complain.htm for more practice.
After 'before', the verb changes to 'ing'
After 'hope' - do not use 'ing' form.
'Following' has no 's'
In the second email, I do not understand the use of 'major cause'.
Be careful with grammar of 'suggest'. You can say 'suggest that we do something', or 'suggest doing something'.
Be careful with the grammar of 'lack'. See http://www2.elc.polyu.edu.hk/CILL/exercises/lack.htm
After 'reply' make sure you have 'to'
Better linking is needed between the ideas in the letter.
Staff is plural.
Be careful with the position of 'all' in the final paragraph of the letter.
To: Becky Chan, Accounting officer
From: Jan Wong, Estate Officer
Date: 21 March, 2011
Complain About New System
Hi Becky,
I've got a complaint from a resident, Becky Chan. I hope that you can give me some ideas on how to deal with his complains about the new garbage collection system.
The complaint is about the hygienic problem and security problem if residents lose their keys. Besides, she complained that no prior consultation with residents before introduced the new garbage collection system. Apart from the operation of new system, the compliant also report on the bad attitude of staff in the management office.
Hope to hearing from you.
Cheers,
Rita and Dennis
Dear Richard,
Regarding the complaint letter received on 21 March from Ms Becky Chan, the followings are the three problems the complainant concerned and my suggested solutions:
1. Hygienic and Security problems
Ms Chan complained that the residents had to keep all their garbage in their flat for few days. The major cause is that they will lose their keys easily. This will also raise the security problem that the thief may get the lost keys and access to certain flats. To solve the problems, I suggest that modifying the system so that the residents can access the refuse room by using the residential cards instead of the keys.
2. No consultation
The complainant is concerned about no prior consultation with residents which had against estate management regulations. However, we had put some suggestions boxes to collect their opinions, and we also posted some notes to inform the entire residents. In order to inform the residents more clearly, we will send the letter to each flat and hold a meeting for consultation.
3. Attitude of staff
Ms Chan complained that our staff in the Management Office is rude and unhelpful. The reason behind is that few of the staff is still in probation period or lack of experience to handle the complaints. We will investigate the problem and provide more training to them.
Please approve the above suggested solutions for replying Ms Chan and improvement on the company's image and performance.
Best Regards,
Rita, Dennis
The Estates manager
Colllier Estate Management Ltd
22 First Street
Ma On Shan
30 March 2011
4/F Richland Court
Ma On Shan
Dear Ms Ma
RE: Various issues
Thanks you for your letter of 21 March.
We apologize that there are some problems causing you inconvenience.
Our idea in introducing the new garbage collection system is to provide a cleaner and advance method to collect the garbage. There is no doubt that the resident may not access the refuse room that hygienic problem may arise as it is hard for them to handle with the garbage. To improve this situation, we will modify the system so that the resident can access the refuse room by just using the residential card instead of the key.
For the security problem you are concerned about, actually the new system can ensure more about the security than before as a key is needed to access the back stairs from the garbage room. However, we can still improve the security level by using the residential card instead of the key.
Before the introduction of new system, we have put some suggestion boxes to collect your opinion, and we also posted some notes to inform the entire resident. In order to inform the residents more clearly next time, we will send the letter to each flat and hold a meeting for consultation.
We try to provide to best service quality to all the residents. However, few of our staff is still in probation period or lack of experience to handle the complaints. We will look into this problem and provide more training programs for our staff.
We appreciate you support to our company and we want to every part to be satisfactory. I hope the above all suggestions can improve the situation and bring you convenience for your daily life. If you have any inquiry, please feel free to contact us (Tel: 2888 2888).
Yours sincerely
Rita and Dennis
Rita and Dennis